Customer Success Manager – Maritime SaaS; f​/m​/d

Customer Success Manager – Maritime SaaS (f/m/d)

London

Founded in 2020, Kaiko Systems is a tech company driving digital innovation in the global maritime industry. Our mission is to make shipping safer, smarter, and more collaborative by transforming manual processes into actionable intelligence.

With our products, ship crews can collect reliable vessel data on the job, while our AI-powered analysis generates actionable insights for technical teams onshore. These insights help predict incidents, reduce downtime, and enhance safety and efficiency, empowering shipping companies to operate at their best.

At Kaiko Systems, we’re not just building technology — we’re delivering solutions that make a real difference in people’s work lives and their professional environment. Join us as we navigate the future of maritime together.

We are looking for a commercially driven Customer Success Manager who will lead onboarding, engagement, pilot conversions, renewals, and upsell across our customer base. You will ensure customers realize measurable operational value from the platform while identifying opportunities for expansion through fleet growth or vertical products.

You will work closely with Sales to convert enterprise pilots into long‑term paying contracts. You will also be supported by Maritime Experts for domain‑specific knowledge and by Product Managers for product‑related guidance, allowing you to focus on value creation and commercial outcomes.

• Execute our established onboarding framework to ensure a smooth and structured transition to the platform.
• Align onboarding activities with customer goals and operational workflows.
• Deliver training sessions, workshops, and enablement tailored to different user groups.
• Support enterprise onboarding using predefined processes and playbooks.

• Build and maintain strong, trust‑based relationships with customer stakeholders.
• Guide customers on best practices to ensure consistent adoption and operational value.
• Collaborate with Sales to support and track enterprise pilot performance, helping convert pilots into paying customers.
• Identify early risks through data and engagement signals and apply predefined mitigation strategies.
• Conduct structured success check‑ins and business reviews linked to customer KPIs.

• Identify upsell opportunities informed by product usage, fleet growth, or vertical expansion potential.
• Work alongside Sales on commercial proposals and expansion cycles.
• Use data and insights to validate upsell recommendations and quantify customer value.

• Gather structured customer feedback and communicate it clearly to Product.
• Contribute to feature prioritization and roadmap discussions through customer insights.
• Serve as an internal advocate for customer needs and emerging operational use cases.
• Work closely with Maritime Experts and Product Managers to address technical or product‑related questions.
• Operate effectively in a cross‑functional environment across different time zones.

• Track adoption, usage patterns, and customer health indicators using our existing reporting frameworks.
• Analyze customer behavior to proactively identify challenges and drive value realization.
• Report on renewal likelihood, pilot conversion progress, risk factors, and upsell opportunities.

• Apply customer success processes, touchpoints, and playbooks consistently and with high quality.
• Maintain operational discipline in documentation, follow‑ups, and internal coordination.
• Flag bottlenecks or insights from execution that can help refine existing workflows.
• Ensure smooth collaboration across CS, Sales, and Product through established communication channels.

• Experience as a Customer Success Manager or Account Manager in B2B SaaS, ideally with complex products.
• Strong commercial mindset with results in renewals, upsell, or pilot conversion.
• Ability to operate confidently within an established CS framework and deliver high‑quality…